Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 26th, 2024 I purchased a new 2024 Jeep Grand Cherokee Laredo 4x4 from Courtesy Jeep. Before purchasing I informed the salesman I would miss having remote start in a vehicle. The Salesman asked if he threw in Factory Remote Start for free would that change my mind, I said yes. He said he spoke to his manager and that they could do that. I verified with the salesman that it was Factory Remote Start, he confirmed that he checked with the **************** and they could do Factory Remote Start. I went down, purchased the vehicle. I asked about the remote start and was told the part was on back order and they were unsure when it would arrive. Just for verification, I contacted **** **** ********************** I spoke with 2 separate parts guys who informed me that Jeep/***** does not currently make a factory Remote Start for the 2024 Jeep Grand Cherokee Laredo. So, an agent of the dealership fraudulently misrepresented the item then the Sales manager took it a step further to mislead and continue the fraud by stating the part was on back order.I have made several attempts to be contacted. On Monday October 21, 2024, the sales manager ***** ***** informed me the General Manager would call me to speak about the issue. I have still yet to hear anything.This is fraud they are dealing with and act like it is not a big deal.I need help to get this situation resolved Thank you

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2014 Kia ******** 11/17/2023 $16,483.95 to included tax/title and registration ( tags ) dealer tag expired in Jan kept on calling and leaving voicemail as I have not received the license plate finally ************************************* Finance manager contacted me 1st part of March and issued me a temporary 30day tag from 3/01-3/31/24. Stated he would get the plates mailed out in the mean time. Then after 3/31/24 date game I reached out again and left several voicemails and responded back to the email that he had sent for the temp plate to: **************************************** I received no response back from the email however did receive a response back from the voicemails on 4/12/24 stating they would have the plates resent as they should have left the plates with me from my trade in when i purchased the new car. Stated she would send me the plates and it would be 5-7 business days. I asked to have them reissue another 30-day tag until the permit ones come. She stated she can not do that as the accounting has went home for the weekend. She said that I need to go on the *** website myself and purchase temp tags. I stated in the text message back to her ************ that this was unacceptable as this was 4pm in the evening and someone from finance had to be there if they planned on selling cars that weekend. I got no response back and still have not received my permanent plates or another temporary tags while I wait. I purchased the car in 11/17/2023 her it is 4/19/2024 over 5 months with no plates from my car. I would expect this might happen from a private seller but from a dealership is ridiculous. Also, when talking to my son-in-law the same thing happened to him from this dealership, but he did not file a complaint. Thank You for your time - ********

  

  Business response

  04/22/2024

  ************ purchased a vehicle in November 2023 and opted to keep her plate from her trade in and have it transferred. Courtesy CDJR processed the registration and tabs 12/06/2023 and they were mailed to **************** address.  ************ states her license plate from her trade was not given back to her to transfer to the new vehicle.

  On 04/22/24 Courtesy CDJR has emailed ************ with a paper copy of her permanent plate for her vehicle and have processed the request for a duplicate plate & registration to be mailed to ************ as soon as possible. 

  Customer response

  04/23/2024

  the dealership took/removed my plates from my old vehicle. I dont know what they did to them. Over the last 5 months I have left several Voicemails and when they do respond not until March they stated the permanent plates are on the way and issued another temporary. Then again I called back first part of april and left several voicemails and they get back to me on 4/12 state plates are on they way 5-7 business days. Then I get a message 4/22 asking for my address to mail the plates to again give me another 5-7 business days. All that they give is excuses empty promises. Bottom line all I want is my permanent plates instead of excuses as why it was not done and blaming the customer 

  

  Business response

  04/24/2024

  Hello.  The customer has received a paper copy of their permanent plate (unexpired) and it was emailed 04.24.  The Permanent plate is on its way to the customer. The customer has been made aware of both.  

  Customer response

  04/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle has been at the service repair department from 5/27/23 until today 8/22/23. I have not been able to get through to them to get a status update. The last contact was July 20th, so it has been over a month. Their service department voicemail box is full, they don't return texts on their text line, and the manager has not returned my voicemails on his extension. I have purchased a different vehicle in order to take my kids to school and get to work, and now have two car payments and two vehicles to insure. We have a big family (6 kids) and would like to eliminate these extra payments ASAP by getting this resolved. Request for a loaner was denied, and we went the entire summer without a vehicle during the day until my husband returned home from work (I was lucky enough to be able to work from home) but when the kids went back to school, we had to purchase a replacement 8-seater vehicle. Now paying for both vehicles! Need to resolve ASAP.

  

  Business response

  09/01/2023

  Please allow us to start by thanking the BBB for bringing this matter to our attention. The 2017 Pacifica did arrive with no crank/no start issues and multiple power failures.  We have replaced many parts to at least find the original source of the issue to no avail.  ************** feels that at some point the vehicle was jumped incorrectly which has been the source of such failures.  At this point in time, we are into the vehicle approximately $3800.00 in parts and man hours with no definitive cause of the issues.  We can appreciate our guest concerns and grievances and would like to offer them to come pick up their vehicle and we will gladly waive all monies owed to this point.  We feel that we can eventually find the source issue but cannot promise that it will not cause more concern and cost more money. Please feel free to reach out to our Service Manager, ************************* or our Service Director, ******************************* to help pick up the vehicle and settle the account.

   

  ************************* *************************************

  ******************************* ******************************************

   

  Customer response

  09/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company reached out to me shortly after my compliant. I did see there response but some of the information in that response was false. I have talked to the rep a before his trip. I asked him for help with reimbursement on my rental since his services fixed by ***** was not the issue. He told me he doubt he could help me with that. He would call me after his trip. He never contacted me. I called him on Tuesday 6.5.23 had to leave a voicemail with still no call back. I asked about doing a by back, a trade in even though I do not want to give these company any more money. This has been the most stressful 4 months. I should not be under this much stress while being pregnant!! I'm very unsatisfied with the lack of care, safety, and help I have received from everyone. At first everyone seems willing to help but they really aren't.

  

  Business response

  06/20/2023

  Courtesy has acknowledged the customer's statement to the ********************, however we do not see a viable resolution. The complainant's desired settlement is that of replacement. This is not an option for a dealership to replace a pre-owned vehicle with another as the vehicle is registered to the consumer with a financed loan through a bank. Courtesy would be willing to look into trade in options for ***************** and help with the trade in allowance for the 2018 Durango. Courtesy is aware the ***************** had asked us for assistance with rental reimbursement while her vehicle was being repaired at a different dealership. Courtesy is unable to compensate or reimburse for rental cars while a vehicle is at another dealership. It is the responsibility of the repairing facility to provide alternate transportation or rental assistance. We are aware that the manufacturer approved a goodwill repair for ***************** through the other dealership and it is customary for the consumer to petition directly with the manufacturer for additional assistance with rental reimbursement and we encourage ***************** to do so. In review of the service history Courtesy had completed repairs on the valve train of the engine and had test drove the vehicle to verify the repairs were completed. ***************** drove over ***** miles before an issue was noticed and the vehicle was taken to another dealership. We understand ********************* frustration with this matter and Courtesy apologizes for any poor communication from the service advisor that was assigned to her who is now no longer with Courtesy. We have been open for business during that time and ***************** had the option to bring the vehicle in to our service department at any point to address the issues she was having. We also respect her decision to have the vehicle repaired at another facility. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Dodge Durango from Courtesy in May 2022. Fast forward to late January, begging of February I contacted ***** because our truck ************* start and stop light came on, & the car was over heating. I called immediately & asked her if I had a warranty of ANY kind, a limited, extended, manufacture, or anything. She repeatedly told me no I was about 100 miles out of my warranty. Freaking out with no warranty I took it too ********** in ******* & was told the top or whole engine would need to be replaced due to the issues. With information like that I took it for a second option with ****************** in *******, they started the same thing but started with replacing the coils, sparks, head gasks, and cam phasers. After 2 trips there in less then a week they issues are still there. Out of ideas, I filed a complaint with Dodge. They gave me a case manager.. However before they opened a case they told me I HAD to go to a dealership to have them look at it. Both this dealership & the one by my home were booked 2 weeks to a month. We needed up putting up a fight and was able to bring the car here. I worked with *****, he told me he would like at it by the next day (we had to get a rental) I called the next day and he told me he didn't have time to look at it. I called the day after and was told "I'm stressing my men out by constantly going back there! I will call you when I know something!" After over a week I received the truck back. Come to find out there was a WARRANTY. In March the car started having the same issues. I reached out and left ***** and his boss a voicemail with no call back. Another 2 weeks go by & I called one morning and was able to speak to *****, he said they were very busy but would call me back to get me in to look at it. 3 weeks go back and no call back. Once again I call this time speaking with *****, he was rude and disrespectful, told me I was a ********* would not be helping me any longer & hung up the phone.

  

  Business response

  05/25/2023

  Courtesy would like to thank the BBB for bringing this to our attention and for mediating this customer's concern. We apologize for any delay in our response, and Courtesy has been in contact with this customer. ********************** also apologizes for any misunderstanding or miscommunication about this customers warranty. It appears that when **************** had inquired about the warranty status that our finance department found the warranty that was purchased at the time of sale had expired as over mileage. The manufacturer had placed a limited pre-owned warranty on the vehicle which our service department was able to seek authorization for the needed repairs being covered. The repairs were completed and the vehicle quality checked and passed. After a period of time Courtesy service was informed the vehicle was experiencing issues and need to be brought back in. We do apologize for any lack of communication from *****, the service advisor handling the service concerns. ***** is no longer employed by Courtesy, and it became apparent that he was not upholding the customer service standards set forth by ********************** and he was not communicating effectively with his clients. As with many dealership service departments there can be a wait time to get a vehicle in for diagnosis and repairs as there are many other vehicles ahead in queue. Courtesy did advise on the time frame for having the vehicle concerns addressed and *************** chose to take her vehicle to another dealership service facility to have repaired. At this juncture ******************** vehicle is still at another dealership getting repaired and one of our Customer Relations Managers has been in contact with ****************

  Sincerely,

  Courtesy CDJR management

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim that a vehicle was a clean car fax and then when check it came up with a accident on it. Ran our credit after telling us it was a clean car fax belatedly lied to us an unethical todo this to customers. Along with the phone call with me and O and him telling me the manager wouldnt want to speak with us and wont do anything about it. ***** also stated he will cancel the deal if we didnt do the deal tonight (4/21/23)

  

  Business response

  04/28/2023

  Dear Sir * *****,<*p>

  We thank the BBB for bringing this matter to our attention. We have reached out to ************** this past week but have not had a response. ************** did visit our dealership looking to purchase a 2019 Cadillac Escalade. Courtesy always provides a Carfax for the customer to acknowledge and sign. ************** was presented a Carfax which did indicate the vehicle had been in an accident. We apologize for any mistake in the advertising of the vehicle with regards to the Carfax. This process is performed by our off-site reconditioning center and is as simple mistake as checking the box. As mentioned, Courtesy provides a copy of the Carfax for each customer to sign, of which they receive a copy, and we retain a copy in our records. ************** elected to take the vehicle home for a test drive and inspection on his own accord, which Courtesy agreed to. ************** continued to negotiate pricing with our sales manager and then stated he and his family had to leave town, returned the Cadillac to ** and stated he would remain in contact as he indicated he was still interested in purchasing. We have reached out since but have not heard back from **************. Courtesy was also reaching out to clarify the desired settlement in this case as it states "requires explanation."<*p>

  We look forward to any further correspondence on this matter as we wish to bring this matter to a closure. <*p>

  Sincerely,<*p>

  Courtesy CDJR Management <*p>

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Vehicle February 22rd 2023 & on Saturday February 25th 2023 A top panel of my vehicle flew off on the freeway which could have caused a fatality! I tried getting this issue resolved because like I explained to them this was a safety issue not just for me but other drivers on the road I also told them I feared the other panel would fly off as well and that I wanted them do another vehicle inspection! The guy told me that he would speak to the managers of the store and handle everything but nothing has been fixed not resolved and I feel this is needs to be paid for and handled by the dealership because this is a serious safety hazard! This problem should be fixed Free of charge because I didnt have the vehicle a whole week !

  

  Business response

  03/04/2023

  Hello,
  
  I spoke to the customer on ***** at approximately ****** and advised her that we will be fixing the panel at no cost to her.  I advised her that we are awaiting the parts and a manager will give her a call to schedule an appointment for the fix once we know when we will have the parts.  
  
  No further action is required at this time. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband went to this dealer in august to get his truck worked on . as he was walking through a parking lot he was approached by a employee who asked if he could help him ( my husband) . so my husband explained he wanted to have his truck worked on and this mechanic there took my husbands info and said he would help him from here..... well ....long story short . this worker apparently didnt input our job into dodges system and was stealing our job as a "side job " ! he took money from my family , my truck was never *********** . we gave this employee many chances to make it right ( still before we understood he did this as side job and never put it in system ) and he DIDNOT do so . I finally had enough and called the dealership and spoke to ************************* a manager there. i told him about what happened . i sent him pictures and text messages and all kinds of information . at first he said we could bring the truck in and they would ***** it for free of charge and then depending on what it needs they might help or they can at least give us a employee discount. now that same day later on he called back to say never mind were not assuming responsibility that employee no longer works here and is rouge!!!! how is this our ( the customers) fault ?! when you're approached by a employee and asked if you can be helped how are we supposed to know if this person THEY HIRED is a scammer ???? this guy broke my truck , literally made it worse. it drove when it was dropped off and right now it can barely move ! they would not even go back and check the cameras there that would show what this guy even did to our truck . so now were out our families company work vehicle since august 2022 it was at that dealership until OCTOBER 2022! it did not even make it home,....we had to have it towed after making it few miles down road. this is unacceptable. they also admitted they know some employees do side jobs! my truck was destroyed and they need to make this right.

  

  Business response

  01/09/2023

  Thank you to the BBB for bringing this to our attention, unfortunately we cannot find one thing stating that Courtesy came to an agreement with **************** or her significant other.  Any work done at our dealership must go through our ****************** Managers and/or Advisors.  From the investigation done we have gathered that this particular customer came looking for this particular technician with the intention of doing a side job on their vehicle.  We cannot control what an employee does on their own time and away from our dealership.  Once we found out an unauthorized vehicle was on our lot we asked the technician to remove the vehicle from our lot and gave a verbal warning that threatened his job.  We also found out that all communication was directly with the technician via his cell phone and not once through the dealership (**************** has a text from technician to pick up vehicle from a neighboring ******* and he might lose his job if management found out what he was doing this).  Would that not come off as a RED FLAG unless you were looking to get work done at a discount and circumvent the dealership process?  If Courtesy took the work in through the normal process and one of our technicians was authorized to work on the vehicle, then and only then will Courtesy assume responsibility for any repairs that did not offer remedy for the consumers issue.  

  We offered **************** the opportunity to speak with our GM in person but she choose to pursue action through the BBB.  I apologize for wasting the BBB's time and that we cannot offer anything else but we cannot and WILL NOT condone this action by any consumer who is trying to take advantage of our dealership and defraud us.  If there is something we have not addressed please feel free to reach out at your convenience.

  Sincerely,

   

  Management

• Initial Complaint

  12/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This dealer sales department is keep calling me and hanging up.They are playing a sick game of harassing customers that didn't end up doing business with them.I already also complained to their sales department. please make them stop !!!

  

  Business response

  12/15/2022

  Dear *** / *****,

  Thank you for bringing this matter to our attention and I apologize that the BBB was contacted about this as we have already complied with ************************ request. We do record all of our inbound and outbound phone calls and in researching the call activities to and from ******************** we see that he called in and inquired with our business. We did make follow up calls to ******************** but do not see where we called and then hung up. Our system shows that Courtesy called ******************** 3 times and he has called in to us 4 times. During the last call ******************** did request that we no longer call him and at that point he was placed in our Do Not Call list and no further calls have been made. I am sorry that ******************** feels that he was harassed as this is not our business practice to keep calling or call and hang up. As we have complied with ************************ request we are hopeful that this matter is considered resolved.

  Thank you,

  Courtesy CDJR management

  Customer response

  12/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the property director for Trevi apartments and the employees at this business are affecting my business negatively. My employee named ************************* purchased a car from this company 9 months ago with warranty. She had issues after she bought the car and left the company a negative review. She tried to have them work on it on 06/20/22 and things went south. They denied her warranty work because she placed a negative review about her experience with them, 7 months ago. She ended up going with a different company to do the repair work.06/21/2022-The service managers wife left a bad review for ****s workplace (She has never lived in our community).06/22/2022-The service manager ************************* posted a negative ****** review on the businesses page (****************). How he obtained and shared her personal information is illegal and its libel. Neither him or his wife have ever lived in our community or conducted business with us. These negative reviews have gotten **** in trouble with our corporate office, and we have had to do a lot of explaining as to why we are getting these negative reviews for the property with people who don't even live here and have never lived here or even been here. We have NEVER done business with them. This is negatively impacting our business and driving away prospects from renting here.

  

  Business response

  06/24/2022

  We wanted to start off by apologizing and thanking the Better Business Bureau for their involvement in this situation. After researching the events described by the complaintive, we can appreciate her businesses frustration with our employee. Our employee has been spoken to and re-directed in the past due to the civil complaints involving him and Ms. ****** employee, *************************. These complaints were similar in nature to the complaints made by our employee. Courtesy does not condone such retaliation and have taken the necessary steps to remove the reviews from this companys site. We can appreciate Ms. ****** attorneys wanting proof of reprimand but we will not be providing such proof of these actions. How we manage our employee is a private matter and will remain our business. Again, we apologize for wasting ************** and BBBs time in the matter and as soon as the reviews are removed, we will consider this complaint closed.
  Sincerely,
  Management

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩